Manager, Mechanical Claims Adjuster

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

We are seeking a Manager, Mechanical Claims Adjuster to manage a team of Mechanical Claims Adjusters, communicate job expectations, plan, monitor and appraise job results; coaching, and counseling staff; initiating, coordinating, and enforcing systems, policies, and procedures.  Maintaining workflow by monitoring steps of the process; create and revise systems and procedures to both streamline and increase productivity.  Oversee quality control and reporting, monitoring claims and phone queues. Assist the Director of Operations with various projects with an emphasis on increasing the accuracy and efficiency of the claims department.

Essential Functions: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Claims Supervision/Management, Reviewing Objectives, and Monitoring Results

Maintaining employees by interviewing, selecting, orienting, training, and developing

Communicate job expectations, planning, monitoring and appraising job results; coaching, counseling, initiating, and coordinating.

Enforcing systems, policies, and procedures. Carry out disciplinary measures when necessary

Creating and maintaining job descriptions of Claims Adjusters

Ensure all claim handling and communication is handled within our desired metrics

Enforce utilization/procedures of Credit Card payments of claims reimbursements

Monitor phone queues to ensure coverage

Oversee and provide support for incoming claims calls, emails, faxes, and voicemails and ensure delivery and/or a response is made within daily metrics

Escalated claim handling, both verbal and written

Maintain professional and technical knowledge and properly communicate any new processes to Claims Adjusters

Perform monthly quality control checks for each administrator with 100% accuracy targeted

Analyzing Data & Reporting: Maintaining workflow by monitoring steps of the process; create and revise systems and procedures to both streamline and increase productivity

Review all new claims to ensure they are assigned and authorized

Monitor claims payments to ensure they are accurately calculated and in accordance with the applicable agreement terms and state requirements

Inspect claims to ensure they have all the required documents, images and/ or approvals for processing

Monitor claims inboxes to ensure they are being handled accurately and within target

Frequently think of strategies to improve efficiency and flow of claims

Work with the Director of Operations to analyze data, identify trends and forecast

Assist the Director of Operations with various projects

Be a Team Player with Other Global Departments: Support other teams

Work with the Compliance Department on contract updates

Cross train to gain basic knowledge of all departments within our organization

Share ideas that may help with organizational productivity

Education and Qualification Requirements: Bachelor’s degree or equivalent work experience (see below)

3+ years of supervisor or managerial experience

3+ years of customer service experience

5+ year with automotive repairs

Plan, organize, prioritize, and complete projects and assignments in a timely manner

Detail oriented, accurate and highly organized

Ability to coach, mentor, and lead

Interact effectively with applicants, associates, management, and internal and external customers

Active listener with ability to adapt/respond to various types of personalities

Maintain confidentiality of sensitive company information and use judgment and tact in applying policies, solving problems, and communicating standards

Superior communication skills, both written and verbal

Demonstrate that you can solve customer problems using creative and effective techniques

Operate computer hardware and software, including Microsoft Office Suite, and specialized software applications

Ability to type at least 45 wpm

Strong mathematical aptitude

Operate a calculator and related office equipment

Reliable and punctual

Keeps a positive attitude and remains cool under stress

Preferred Requirements: Knowledge and experience within the automotive or insurance industry

Proven ability to multi-task and handle interruptions

Work Environment and Physical Requirements: Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.

Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment

Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.

Ability to frequently sit for long periods of time.

Ability to hear and talk, both in person and by phone.

Ability to spend extended hours in front of a computer screen

Employee Benefits:   We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability: If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.